Perceptions of Offshore Call Centres Improve

2.0  We asked the question  “On the following scale, how you feel about customer service in UK call centres? “

2.1 Results for 2009

Answers			Votes	Percent
1.		Very Good	26	3%
2.		Good	322	32%
3.		Average	543	54%
4.		Poor	107	11%
5.		Very Poor	6	1%

 

2.2 Results for 2006

Answers			Votes	Percent
1.		Very Good	25	12%
2.		Good	57	27%
3.		Average	90	43%
4.		Poor	34	16%
5.		Very Poor	4	2%

 

 

2.3             On the scale of 1 being very good, 2 being good, 3 being average, 4 being poor and 5 being very poor, the media score for UK call centres for 2009 was 2.74

 

2.4             On the same scale in 2006, UK call centres were rated as 2.69

 

2.5             For both years, UK call centres were rates as good to average

 

2.6             The results for 2006 & 2009 are statistically the same given the margin of error for the sample range. 

 

 

 

 

 

 

3.0  We asked the question “On the following scale, how would you rate your experiences with offshore call centres?”

3.1 Results for 2009

 

3.2 Results for 2006

 

3.3             On the scale of 1 being very good, 2 being good, 3 being average, 4 being poor and 5 being very poor, the media score for offshore call centres for 2009 was 2.96

 

3.4             On the same scale in 2006, UK call centres were rated as 3.89

 

3.5             For 2006, offshore call centres were rates as poor to average

 

3.6             For 2009, offshore call centres were rates as average

 

3.7             The improved results may be due to 3 areas; an increasing acceptance of offshore locations, the poor quality centres going out of business and a general improvement in operations of those offshore call centres still in business

 

3.7.1      A number of offshore call centres were set up by local entrepreneurs in countries such as India with little idea of how to operate a call centre.  Many of these centres operated poor quality training and recruitment processes and offered very low rates.  These centres discovered that there was limited demand for low-end centres from developed nations and many have gone out of business

3.7.2      Consumers in The UK were initially very opposed to domestic centres but over time have come to understand that they are here to stay.  To an extent, the same is happening in the offshore area.

 

3.7.3      The more professional call centres have dramatically improved their operations and have invested heavily in staff development and training.

 

If you would like more information on The Philippines as a destination for UK call centre traffic, then contact Rob O’Malley, rob.omalley@call-centres.com or call his mobile phone on (+44) 77400 96598 or follow him on twitter http://twitter.com/outsou